One of the greatest things that ever happened in our shop is service writer training. We have tracked our training experiences and how they affect each individual, and have at times actually experienced an increase in our sales, average repair order, and of course, our profits...sometimes as much as 30% after a single training!
It's funny what I've learned now that I'm a business owner that I never would have been able to predict when I was working on the front lines and in the trenches as an entry level service writer many years ago: when someone tries to flatter me, it makes me want to fire them, run from them, slap them, or just laugh in their face while publicly calling them a LIAR!
In a session with a client last week, something I had been trying to teach everyone for a long time suddenly became brilliantly clear to both of us...and it's going to mean a HUGE difference for his shop this year.